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Email Integration for Lime CRM

What Is This?

Email Integration adds email handling to Lime CRM. Incoming emails automatically create or update objects in your CRM, and external contacts interact through email with automatic notifications. All email history stays attached to the relevant CRM object. This is particularly useful for ticketing workflows, but works with any Lime CRM object that needs email-based communication with external parties.

Replacing older tools

If you're using Lime CRM web client, this replaces Inbox and Communication Flow. If you're using Lime CRM desktop, it replaces Mail Gateway.

Who Uses This?

  • Customer Service Teams - Handle support requests without leaving Lime CRM
  • Customer Service Operations - Track all ticket-related communications in one place
  • Back-office Teams - Manage email conversations on any ticketing or workflow process

Features

A brief summary of what the add-on can do for you:

  • Monitor shared mailboxes and import emails to conversations in Lime CRM.
  • Automatically create new objects (like tickets) when emails arrive, or attach them to existing ones.
  • Respond to emails straight from within Lime CRM.
  • Keep multiple separate email conversations on the same object.
  • Forward single messages or whole email conversations to start new email conversations.
  • Easy to follow all your email conversations in the feed on the object.
  • Import and send attachments.

Everything in Place?

Before diving in, decide what best suits your IT setup:

Quick Setup Path Selector

Exchange Online
OAuth with shared mailboxes (recommended) — Setup Guide
Gmail
OAuth with user accounts (recommended) — Setup Guide
Other Email Service
IMAP/SMTP authentication — Setup Guide

Your Deployment Context

Setup steps differ between Lime Cloud and On-Premise installations. Know which you're using before continuing — it determines the path you'll follow through the rest of this documentation.

  • Lime Cloud - When Lime CRM is hosted for you in Lime's cloud.
  • On-Premise - We install and manage Email Integration on your own server.

Note

Need help deciding? Check Requirements for infrastructure needs and Technical Details for how the system works.

Setup Steps

  1. Check Prerequisites (5 minutes)

  2. Verify Lime CRM version, email provider, and access

  3. Choose Your Setup Path (above, ~2 minutes)

  4. OAuth (recommended) or IMAP/SMTP

  5. Cloud or On-Premise

  6. Follow Setup Instructions (2-4 hours)

  7. Configuration Guide

  8. Your setup path will have step-by-step instructions

  9. Verify & Test (30 minutes)

  10. Send a test email from Lime CRM
  11. Verify emails import correctly

  12. Test bounce detection

  13. Configure Features (1-2 hours, optional)

  14. Set up automated responses
  15. Configure message actions
  16. Create text snippets